[Hiring] Customer Success Manager @Allegion

Role Description

As a Customer Success Manager, Solutions at Waitwhile, you won't just answer chats—you'll architect the operational systems that scale how our users grow. You will hold the macro-level authority to train, configure, and optimize our self-serve AI ecosystems while managing the end-to-end commercial lifecycle and Net Revenue Retention (NRR) for our Mid-Market customers.

This is your chance to combine your strategic, customer-first mindset with independent account management, commercial negotiation, and technical optimization.

What You Will Do:

• Guide Mid-Market and Enterprise customers through our platform with the insight of a business consultant and the strategic thinking of a process architect.
• Conduct bookable configuration consultations, audit and train AI chat support flows, and execute commercial expansions and renewals.
• Make critical judgment calls, formulate operational workarounds, and collaborate directly with product leadership.

AI Support & Self-Serve Governance:

• Oversee, design, and continuously optimize the automated, in-app product onboarding pathways and AI chat support algorithms.

Commercial Lifecycle Ownership:

• Manage renewals, upsells, and downgrades for the Mid-Market customer tier, executing risk mitigation strategies.

Elite Escalation Management:

• Act as the primary, high-level human fallback layer for complex business logic inquiries and critical use-case escalations.

Advanced Configuration Consultation:

• Lead scheduled, bookable consultations for mid-market partners to deliver tailored feature enablement frameworks.

Strategic Feature Advocacy:

• Analyze aggregated self-serve user trends, churn data, and feature gaps to deliver recommendations to Product Leadership.

Qualifications

• Minimum of 5 years of experience managing account lifecycles, commercial SaaS renewals, or high-tier customer experience operations.
• Exceptional written and verbal communication skills in English.
• Demonstrated proficiency with automated support tech stacks, AI customer service engines, and data-driven customer sentiment analysis tools.
• Proven expertise in issue diagnosis and root-cause analysis.
• Skilled at bridging communication between technical and non-technical audiences.
• Preference given to candidates living in EST.

Requirements

• Strong focus on driving Net Revenue Retention (NRR).
• Experience with Intercom, Stripe, and Hubspot is a welcome bonus.

Benefits

• Health, dental and vision insurance coverage.
• Unlimited Paid Time Off.
• 401K plan with a 6% company match and no vesting period.
• Health Savings Accounts for healthcare expenses.
• Flexible Spending Accounts for healthcare and/or dependent daycare expenses.
• Disability Insurance – Short-Term and Long-Term coverage.
• Life Insurance – Term life coverage with the option to purchase supplemental coverage.
• Tuition Reimbursement.
• Voluntary Wellness Program – Earn monetary rewards for completing wellness activities.
• Employee Discounts through Perks at Work.
• Community involvement and opportunities to give back.
• Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching.